Can SD queues and issue types be hidden from some agents?

[Kerli Loopman]

Is it possible to hide some queues and/or issue types for some SD agents? (with roles for example, or security) How?

For example IT (Incident, service request etc) doesn't see HR issues (emplyee onboarding/offboarding) and HR doesn't see IT issues?

[Nic Brough -Adaptavist-]

Not entirely, but you can do some stuff that will get you part of the way there.

You can use issue security  to set up a scheme that says "only hr can see this issue", and then use an automation or post-function to set the security level for the issue type.

The queues and issue types cannot be hidden themselves, but if you use the issue security to hide issues, then the HR issues won't appear.  If, for example, you have a queue called "HR stuff" and it is based on a simple "issue-type = HR" selection, then, assuming all HR issue types are secured, an IT person looking at the queue will see an empty queue.  Whereas HR will see a queue with lots in it.